O2C Senior Customer Service Specialist

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.

At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment.

We believe that diversity is the driving force behind innovation, creativity, and overall business success.

Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Your Role: 

As an Order to Cash Specialist, you will be part of the O2C Customer Service team to deliver exceptional service and financial processing.

In this role, you’ll be responsible for working directly with customers to manage the full order cycle, from order entry and billing to collections and dispute resolution, ensuring a seamless experience.

Your Responsibilities:


* Order Management & Processing: Effectively process manual orders via phone, fax, and email, prioritizing urgent requests to meet KPIs; monitor and resolve sales orders and interface issues (Idocs) to ensure a positive customer experience.


* Billing & Collections: Manage the billing process, analyze account discrepancies, and track outstanding aging to identify collection priorities; engage with customers to prompt collections and resolve disputes regarding billings, credits, or payments.


* Customer Service & Partnership: Serve as a "go-to" resource for O2C queries, handling customer complaints and collaborating with internal and external partners; demonstrate flexibility in providing team cover and training new members.


* Compliance & Control: Maintain operational awareness of SOX and operational controls, ensuring full compliance with process documentation; review key metrics to ensure KPIs are met.


* Continuous Improvement: Support global/regional O2C projects and drive process improvements; focus on measuring and enhancing the customer experience with the ESC.

What You Need to Succeed (minimum qualifications):


* University degree (or equivalent work experience)


* A minimum of 3 years of experience in O2C or Finance function with knowledge of customer service and experience in identifying and delivering process change


* Proficiency in English and at least one additional language (Italian, French, Spanish, or Portuguese) combined with experience in SAP O2C Module and MS Office (Excel, Word, Outlook, PowerPoint)

What will give you a competitive edge (preferred qualifications):


* Ability to handle complexity, utilize analytical skills, and proactively resolve problems with attention...